Interaction Portal features inherited from Pega Customer Service
Because Pega Care Management is built on top of Pega Customer Service for Healthcare and the healthcare foundation, the application can leverage features. Through this architecture, the team can escalate development and re-use great features for the healthcare clients.
For more information, see the Pega Customer Service Implementation Guide.
Next Best Actions APIs for IVR personalization
Next Best Action APIs for IVR Personalization If you have a modern IVR that allows for dynamic menu personalization and would like to deliver tailored IVR scripting to different customer segments, then Pega has a solution for that need. Pega provides the ability to take intelligent guidance (the next best action to take with a specific customer), along with customer data from Pega Customer Service for Healthcare and feed it into an IVR in real time, thereby delivering a personalized experience and increasing the likelihood that the customer’s question can be answered before escalation. This capability is packaged as APIs thereby enabling Pega and modern IVR solutions to communicate with each other and build dynamic experiences which are personalized to every customer. By using Pega Customer Decision Hub, Pega provides a user interface for designing the next-best-action strategies that you want to use specifically for IVR interactions.
Schedule and manage medical appointments
The Interaction portal offers the capability to schedule medical appointments for a patient with their primary care or other physicians. This feature provides the availability of the physician and suggests other available providers in case the time slot is not available. If the patient cannot make it to the scheduled appointment, they can reach out to the CSR to either reschedule or cancel the appointment.
Call volume alert
Interaction portal users utilize Pega’s CRM capabilities for alerts if the call volume exceeds a certain limit so that they can manage their calls in a better way.
Co-browsing
By using Pega Co-Browse, a Interaction portal user can connect to a customer’s browser and show them sections of the website by highlighting different elements of the web page. The CSRcan also click links or fill out forms remotely without additional plug-ins or software.
Pega Call
Pega Call helps the Interaction portal user connect to the patients in the queue without dialing their numbers. Pega Call supports any number of simultaneous calls to different patients by different users. It stores various parameters that are related to the calls and logs the data for reporting purposes. Pega supports both inbound and outbound calls. The CSR is presented with the contextual information with each call to help with customer interaction.
Pega Chat
Pega Chat helps Interaction portal users chat with the patients over the web. It supports multiple sessions per user so that a CSR can interact with more than one patient at a time. To take this one level further, Pega introduced Pega chat bot, which is a primary-level assistant for customer service and can interact with the patient through an interactive menu by identifying customer intent.
Integration with Knowledge Management portal
The Interaction portal is integrated with the Knowledge Management portal, thereby providing access to articles that can be used for education, information sharing, or other topics that are based on categories related to disease states, programs, conditions, or categories as defined by the client.
A CSR can search through those articles by accessing the Knowledge Management portal whenever there is a need during a customer interaction or in preparation for an interaction. Additionally, you can automatically generate Knowledge Management articles to provide educational support for health campaigns, coaching efforts, or care plan management. Pega Knowledge is available across application portals. Additionally, Pega Knowledge is the source for fulfillment information.
Artificial intelligence
Pega Knowledge leverages Pega AI for advanced capabilities around text analytics that are used in both article creation and keeping communities a safe place for collaboration.
Author, publish, and review
Pega Knowledge provides a three-stage authoring process to support quality assurance practices and requirements of organizations. Articles are not visible to end users (internal or external) until the article has been published.
Diagnostics and troubleshooting
The Pega Knowledge troubleshooter provides diagnostics capabilities thereby allowing customer product or service issues to be diagnosed and resolved by using dynamic, rich text questions that guide the end user through a series of steps to help resolve issues. The troubleshooter supports linking related knowledge articles with questions and the ability to insert images or videos with questions or prescribed answers to provide a more visual diagnostic and issue resolution experience.
Role management
As a standard, Pega Knowledge provides five users or operators. Each user has specific roles or privileges, which are cumulative based on the role. This supports the three-stage authoring, approving, and publishing process, system admin, and community moderator roles. Additional roles can be extended if further privileges or restrictions are required.
Self-service Knowledge Management
Pega Knowledge provides a self-service portal, supporting a mashup with your existing self-service web pages. Help sites can be quickly configured, styled, and branded by using the configuration tools in the authoring portal. The configuration tool automatically generates the HTML that is needed to quickly integrate the help site with your self-service pages. Both official, curated knowledge (articles) or community functionality (discussions) can be delivered through this capability.
Taxonomy
A hierarchical taxonomy structure is provided to support simple or complex category classification of knowledge content.
Translation management
When creating articles, authors can select other languages for subsequent translation. After the master language article is published, the application creates clones of the article flagged for the selected languages. The application supports the export of these cloned articles to external translation vendors.
After the articles are translated, they can be imported back into the system and replace the previous draft versions. Then they can be edited and published as any other articles. Any changes made to the master version automatically creates drafts of the linked translated versions and routes them to a translations work basket for editing (or exporting for further translations).
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